Deutsche Telekom

Leider ist dieser Job nicht mehr aktiv

Originele vacaturetekst

Experience Designer CX (m/f/d) Service Design


  • Development of service and ecosystem design strategies with creation of customer journeys for specific digital products/services, based on user needs, business requirements and current technical trends
  • Planning, preparing, and conducting qualitative and quantitative customer research
  • Measuring customer experience and deriving strategies for improval of selected KPIs
  • Presenting strategic concepts to stakeholders, inspiring change and innovation across multiple departments.
  • Conception and cross-channel development of interaction design; development of interactive prototypes
  • Ensuring the successful completion of design tasks and the preparation of relevant outcome documents at all stages

In this position you will be responsible for:

  • Translating customers perspective for business design and value proposition framing
  • Measuring the customer experience and deriving actions from the measurement results
  • Introducing measurement solutions to validate customer value and success
  • Defining customer insights and trends to drive the creation of coherent experience and service concepts within complex eco-systems
  • Creating and compose customer experience strategies in the sweet spot of desirability, feasibility, viability and integrity
  • Improving customer journeys of existing business propositions and design new emotionally engaging journeys that don’t yet exist in the market
  • Contributing to design teams and related activities across all phases of innovation development process, from initial research to final roll-out
  • Applying design thinking and tailored customer-centric methods in interdisciplinary project teams, contributing along the process with top experts from multiple domains
  • Providing customer-centric storytelling and insights for business decisions
  • Exploring and transfer newest technologies into experience solutions and keep the team ahead of time
  • Sharing knowledge and skills and help colleagues and team to grow
Art des Stellenangebotes:


What we expect from you:

  • You have a master’s degree in design (e.g. product service system design) and 4+ years of work experience in service design and/or CX Management.
  • You are fluent in English, German is a plus.
  • You have a strong skillset in communication, thought leadership, and stakeholder and information management. With your communication skills, you support decision makers to challenge conventional practices and to instill customer perspective in decision-making processes
  • You have a high motivation to drive your topics and take responsibility for your tasks.
  • You bring the ability to enter projects and get the job done without necessarily possessing domain knowledge in advance.
  • You are a strategic system thinker, able to create holistic experience strategies, combining inside and outside perspectives (customer, business, technology, environment), and linking the right people and initiatives.
  • You are an insights expert with profound practice of desk research (e.g. trends analysis, competitive landscaping), qualitative and quantitative customer research (e.g. user validation, customer satisfaction and success measurement).
  • You are a method expert of end-to-end customer journey analysis, service system mapping, and user/data flows.
  • You are a profound creator of experience concepts and service blueprints across multiple customer touchpoints and product-/service categories
  • You bring the ability to moderate and facilitate of design thinking formats, customer-centric workshops, and design sprints.
  • You are a storyteller with the ability of visualizing and reducing complexity to define opportunities, communicate strategies, and encourage collaboration.
  • You embrace complex challenges and problems and inspire new ways of thinking.
  • You drive for excellence and are on the path of lifelong learning.
  • You rank team always over ego and are passionate about collaboration with people from many cultures.

Your Qualifications

  • Advanced knowledge in CX design and CX management
  • Advanced knowledge of CX KPI measurement
  • Advanced knowledge in concept development
  • Advanced knowledge in customer centricity
  • Advanced knowledge in holistic view development
  • Advanced knowledge in process understanding
  • Advanced knowledge in stakeholder management
  • Knowledge in technology understanding
  • Es ist kein Abschluss erforderlich